The Customers page in agent dashboard and admin area is your central hub for viewing and managing all users who interact with your website and services. This includes registered customers, anonymous website visitors who have used the live chat, and more. From this page, you can find users, view their activity, and initiate conversations.
The main part of the page is a list of all your users. By default, it shows everyone, but you can filter this list (more on that below). For each user, you can see several key pieces of information at a glance:
User: The user's name, avatar, and email address. Anonymous users are identified as "Visitor" along with their location (e.g., "Visitor from San Diego").
Country: The geographic location of the user.
Last active: This shows how recently the user has interacted with your platform. The time is updated based on the user's last activity on any page with the chat widget, their last session in the help center or ticket portal, or their last reply to a conversation.
Created: The date the user's profile was first created in the system.
Page visits: A count of the total number of pages containing livechat widget the user has viewed.
Conversations: The number of support conversations the user has participated in.
To help you find specific users or groups, you have several powerful tools at your disposal.
At the top of the page, you'll find tabs to quickly filter the customer list by their status:
All: The default view that shows every user and visitor without any filters.
Verified: This list shows only customers who have a verified identity, typically by confirming their email address.
Visitors: This tab displays anonymous users who have interacted with your live chat widget but have not been verified.
Active: Shows all users who are currently online and active on your website. This is great for proactive engagement.
Suspended: This list contains users who have been suspended by an agent or administrator and can no longer access their accounts.
Above the customer list, you can use the search bar to quickly find a specific user by name or email. For more advanced searches, click the Filter button to reveal a dropdown menu of detailed filtering options.
You can apply one or more of these filters to narrow down your customer list:
Returning visitor: Filter for users who have visited your site more than once.
Number of visits: Find users based on the specific number of times they have visited.
Date created: Show users whose profiles were created within a certain time frame.
Browser: Filter by the web browser the user is using (e.g., Chrome, Firefox, Safari).
Device: Isolate users based on the type of device they are using (e.g., desktop, mobile, tablet).
Platform: Filter by the operating system (e.g., Windows, macOS, iOS, Android).
Language: Show users based on their language.
Timezone: Filter users by their local timezone.
Country: Find all users from a specific country.
City: Narrow down your search to users in a particular city.
IP address: Filter for a specific IP address.
Once you have selected your desired filters, click the Apply button to update the customer list. You can clear all active filters by clicking Clear.
Agents can export the current view of the customer list as a CSV (Comma-Separated Values) file. After applying any necessary search queries or filters, simply click the Export button to generate and download the CSV. This is useful for offline analysis, creating custom reports, or importing data into other applications.
You can manually add a new customer to your BeDesk instance by clicking the + Add new user button located at the top right of the page. This is useful for creating profiles for customers who contacted you through offline channels.
On the far right of each customer's row, you'll see a three-dot menu (...). Clicking this reveals a dropdown menu with several actions you can take for that specific user:
View: This takes you to the customer's full profile page. For a complete guide on all the information and actions available on this page, please see our in-depth article: Understanding the User Profile Page.
Impersonate: A powerful support tool that allows an agent or admin to log in as the customer.
Start conversation: This allows you to proactively start a new conversation with the user, either through live chat (if they are online) or by sending them an email.